Customer Support Executive

1 week ago

west bengal, India Pinnacle Infotech Full time

Company Overview Pinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with Pinnaclites Position Name : Customer Support Executive (Software Product) Years of Experience : 3-4 years Location - Durgapur Qualification - Any Degree No. of open Position - 2 Position Summary : Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform. Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone. Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions. Primary Skills: Expected Years of Exp Ability to explain Software product concepts and workflow. 3-4 yrs Logical thinking and root cause analysis. 3-4 yrs Ability to work through complex customer inquiries. 3-4 yrs Familiar in SaaS and web platforms. 3-4 yrs Managing multiple tickets or chats efficiently. 3-4 yrs Prioritize and manage the queries / issues. 3-4 yrs Develop strategies to retain clients and reduce churn. 3-4 yrs Monitor customer satisfaction through surveys or feedback and take action to address issues. 3-4 yrs Secondary Skills: Expected Years of Exp Understanding of CRM/helpdesk tools. 3-4 yrs Clear, concise verbal and written communication. 3-4 yrs Working closely with product teams. 3-4 yrs Job Responsibilities : Respond to customer inquiries via email, chat, phone, or ticketing systems. Documentation and writing skills. Diagnose and troubleshoot software issues, bugs, or user errors. Identifying the current and future business process. To do gap analysis. Escalate complex issues to the product development team. Provide onboarding support for new users. Create and maintain user guides, FAQs, and help documentation. Conduct product walkthroughs, webinars, or live training sessions. Interested candidates, kindly share your resume at sunitas@pinnacleinfotech.com

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